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CHRO / People
Capacity to go
on the offence.
Build the organisation.
Help managers perform, strengthen critical capabilities and prepare the workforce for the business strategy.
Illustrative. Built to adapt.An 80/20 starting point, shaped around your requirements.How we tailor it ↓
Strengthen critical capability
Prepare the workforce
START FOCUSED. EARN THE RIGHT TO SCALE.
One eligible HR service category in one region
Start with one team and one workflow. Adapt by region, business unit and system before expanding.
CAPACITY GOES INTOMore partner time for managers and workforce readiness
Who joins · what earns the next step
Core team: HR service lead + practitioner + employee experience owner. The sponsor agrees the outcome and reviews the decision.
Scale only when: Employee effort and resolution quality improve; sensitive cases still reach a qualified human and partner time is reassigned.
Connected ownership: Operations identifies the workforce need; People owns the intervention and measures adoption.
ONE CONNECTED JOURNEY
Build it. Prove it.
Put it to work.
ADVANCED creates the asset.
ACCELERATE tests the same asset.
FUNCTION decides where to scale.
01TEAMChoose the work
A brief. A baseline. An owner.View brief + sample output
Choose the work
AGREE THE DECISION
How can a defined People service reduce avoidable handling and give partners more time on a priority manager or workforce need?
Approved policies, anonymised case categories, service baseline and agreed employee-experience measures.
Review and acceptanceA qualified People reviewer approves responses and escalation boundaries. Sensitive or consequential individual decisions stay with authorised people.
Illustrative sample. Tailor the scope and thresholds before use.WORKING BRIEF
- Decision
- Which routine demand can release capacity for a priority manager need?
- Owner
- People service lead + business partner
- Capacity for
- Manager support in a priority team
02ADVANCEDBuild the working asset
A working asset your team can check.View brief + sample output
Build the working asset
MAKE THE THINKING VISIBLE
Which routine demand can release capacity for a priority manager need?
A recurring policy question is answered inconsistently. The output links approved policy to a clear draft response and escalation trigger. The trial records resolution quality and employee effort, while released partner time is booked into manager-support sessions.
Review and acceptanceA qualified People reviewer approves responses and escalation boundaries. Sensitive or consequential individual decisions stay with authorised people.
Illustrative sample. Tailor the scope and thresholds before use.DECISION WORKSHEET
Open full advanced brief + sample ↗
| Demand | Illustrative output | Service response |
|---|---|---|
| Routine policy query | Source-linked response draft | People reviewer approves |
| Sensitive case | Outside routine scope | Escalate to authorised adviser |
| Repeated confusion | Policy explanation needs work | Improve manager guidance |
03ACCELERATEProve it in real work
Evidence to keep, change or stop.View brief + sample output
Prove it in real work
TEST AGAINST THE BASELINE
Does the new way improve the work?
Run representative work with the agreed reviewer. Count effort, rework, exceptions and upkeep; ask whether the recipient gets a better result.
Review and acceptanceA qualified People reviewer approves responses and escalation boundaries. Sensitive or consequential individual decisions stay with authorised people.
Illustrative sample. Tailor the scope and thresholds before use.TRIAL SCORECARD
Illustrative effort test30 minutes / eligible enquiry → 20 minutes / eligible enquiry
Quality / effectiveness
Accurate advice with no missed material escalations
Actual results: to measure in your trial.
Open full accelerate brief + sample ↗04FUNCTIONChoose where to scale
A 13-week value plan.View brief + sample output
Choose where to scale
COMMIT TO AN OUTCOME
Manager support in a priority team
Design the future People service around employee and manager needs: self-service boundaries, specialist support, partner capacity and a 13-week capability portfolio.
AccountabilityPeople service lead + business partner
Illustrative sample. Tailor the scope and thresholds before use.13-WEEK VALUE PLAN
- 1–4Baseline + first experiment
- 5–8Trial + adapt
- 9–13Choose + commit capacity
Choose the sequence →
The CEO and leadership team experience the method themselves. Then choose a first team, prove the work and build trust before scaling. PERSONAL can help align the sponsor.
THE EXECUTIVE TEST
What changes
because of it?
Commit released hours to named manager coaching, critical-role capability or workforce-planning priorities; review uptake and practical change.
CapacityHandling hours per eligible service category
Employee experienceFirst-contact resolution, repeat contacts and employee effort
Organisational effectivenessManager practice adoption; readiness in critical capabilities
QualityIncorrect advice, missed escalations and privacy incidents
Does this improve employee experience or simply reduce contact time?
Measure repeat contacts, resolution quality and employee effort alongside handling time. Book the released partner capacity into a named manager or workforce intervention and review uptake.
Privacy, policy accuracy, fairness and human accountability shape the design. Do not use the prototype to automate consequential employment decisions.
THE 80/20 APPROACH
A strong starting point.
Shaped around your business.
Keep the useful structure. Adapt the priority, workflow, data, tools and success measures to your requirements.
Your priorityYour dataYour toolsYour measures
80/20 is a design principle, not a fixed scope or a measured ratio. All examples are illustrative; benefits are established through your own trial.Your commitment, our role and the investment
TIP brings: the tailored brief, facilitated build, reusable working structure and trial review. Your team brings: approved inputs, workflow expertise, an accountable owner and time to test in real work. Your organisation retains decision and release authority.
Agree the first stage before committing to the full journey. The proposal sets out fees, participant effort, trial scope and success measures. Include licences, review, upkeep and any integration in the total investment.
TEAM: 3h. ADVANCED: 4h. ACCELERATE: 2 × 4h with a workplace trial. FUNCTION: 8h + synthesis + 4h. The full journey is 27 facilitated hours, plus preparation, trial and follow-through; attendance varies by stage.
Start with approved AI tools and manual exports, with human review and named ownership. IT confirms access and data policy; sensitive or regulated workflows may need additional security, legal or governance review. Integrations, custom applications and unattended operation are separately scoped.
Inputs: service demand, effort, eligible share, adoption, quality-review time and full costs. Outputs: capacity and service economics. Avoid monetising retention or productivity improvements without defensible attribution.
How your function connects with the rest of the business
ONE CUSTOMER OUTCOME / SHARED ACCOUNTABILITY
Connect the work.
Multiply the value.
An illustrative customer journey: each handoff carries evidence, an owner and a decision.
- Shape the propositionCustomer need + tested promise
- Win the right businessAgreed value + deliverable terms
- Deliver the promiseReliable service + clear handoff
- Grow customer valueAdoption + retention evidence
- Validate and reinvestContribution + capacity choices
Enabled by People and Technology.Shaped with Legal and the Chief Risk Officer.CEO connects the enterprise choices.
START WITH THE WORK THAT MATTERS